Director, Client Services
1 day ago
We are seeking a highly skilled and experienced Director, Client Services to join our team at the British Columbia Institute of Technology. As a key member of our IT department, you will be responsible for providing strategic direction and leadership to our client services team, ensuring the delivery of high-quality IT services to our faculty, staff, and students.
Key Responsibilities- Develop and implement client services strategies, plans, and policies to achieve service goals.
- Lead operational and tactical client services relationships across all user groups, engaging with the BCIT community to understand and address day-to-day needs.
- Act as a strategic advisor and collaborate with the AVP, ITS management team, and business partners on IT client services matters.
- Manage the client services portfolio, including asset fleet management, IT and enterprise service management (ServiceNow), and problem management.
- Provide strategic direction to client services, ensuring alignment with Institute needs and expectations.
- Develop and implement processes to optimize client services, including standards, processes, tools, and metrics.
- Collaborate with sector peers, BCNET, vendors, and technology providers to ensure the delivery of high-quality IT services.
- Bachelor's degree in computer science, information systems, business, or other related field.
- ITIL certification (preferably for service management).
- 10 years' experience in IT and business/industry at progressive levels of responsibility, involving leadership, management of cross-functional teams, and influencing key partners.
- Expert knowledge of the concepts, theories, practices, and techniques of IT service delivery, including portfolio, release, change, and problem management.
- Broad knowledge of current and emerging technologies, technology directions, and strategic application to business needs.
- Advanced business acumen and planning skills, with the ability to establish processes and manage achievements against key metrics.
- Experience in budget planning, financial management, and resource management.
- Excellent oral and written communication skills, including the ability to explain technology solutions in business terms, establish rapport, and persuade others.
- Strong leadership skills and ability to manage a cross-functional team of reporting leaders and specialists.
- Competitive pay.
- Minimum of twenty-five days of vacation.
- Competitive employer-paid extended health and dental plan.
- Defined benefit pension plan with employer contributions.
- Flexible hybrid work arrangements available.
- Access to most BCIT Flexible Learning courses free of charge.
- Wellness and Employee Assistance programs.
- Complimentary membership with free access to the Fitness Centre, Gymnasium, and more.
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